Quality Assurance Analyst — Night Shift

ResultsCX; Manila; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Competitive salary package

Night shift transport facility

Health insurance and benefits

Career growth and skill enhancement

Job summary

ResultsCX is seeking a detail-oriented Quality Assurance Analyst to monitor and evaluate agent performance in our contact center in Pasig City, PH. The role emphasizes adherence to quality standards, scripts, and client guidelines while providing actionable feedback to improve customer service outcomes.

Ideal candidates have 1–2 years in QA within a BPO or support environment, strong communication, and analytical skills.

Qualifications

• 1-2 years of experience as a Quality Analyst in a support process or BPO environment.
• Strong understanding of customer service metrics.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
• Comfortable working fixed night shifts to align with international client requirements.

Responsibilities

• Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
• Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
• Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
• Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
• Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
• Ensure compliance with client-specific guidelines, and company policies.
• Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
• Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

Skills

Quality monitoring

Communication

Analytical skills

Attention to detail

Teamwork

Time management

Education

Bachelor's degree

Tools

Quality monitoring tools

CRM platforms

MS Office

Job description

ResultsCX is seeking a detail-oriented Quality Assurance Analyst to monitor and evaluate agent performance in our contact center in Pasig City, PH. The role emphasizes adherence to quality standards, scripts, and client guidelines while providing actionable feedback to improve customer service outcomes.

Ideal candidates have 1–2 years in QA within a BPO or support environment, strong communication, and analytical skills.